Debt Collectors (5) at Yellow Pages Kenya

POSITION OVERVIEW:

The Debt Collector is responsible for recovering outstanding payments from individuals or businesses while maintaining professionalism, ethical standards, and compliance with applicable laws. This role suits a results-oriented professional with 1–2 years of debt collection experience who is motivated by targets and commission-based earnings. The successful candidate will contribute directly to improving cash flow while preserving positive customer relationships.

KEY RESPONSIBILITIES:

Debt Collection:

• Contact debtors via phone calls, emails, SMS, and written correspondence to recover overdue accounts.
• Use persuasive, professional, and empathetic communication to encourage timely payments.

Account Management:

• Maintain accurate and up-to-date records of all collection activities, including calls made, payment promises, disputes, and resolutions.
• Update collection systems regularly to reflect account status.

Negotiation & Payment Plans:

• Negotiate payment arrangements, settlements, or repayment plans aligned with company policies and customer financial capacity.
• Follow up on agreed payment commitments to ensure compliance.

Dispute Resolution:

• Investigate and resolve account disputes by reviewing documentation and liaising with customers and internal departments.
• Escalate complex cases appropriately when necessary.

Compliance & Ethics:

• Conduct all collection activities in compliance with the Fair Debt Collection Practices Act (Kenya) and other applicable regulations.
• Ensure confidentiality of customer information and adhere to ethical collection standards.

Performance Tracking & Reporting:

• Meet or exceed monthly collection targets to maximize commission earnings.
• Provide regular reports on recovery progress to the Collections Manager or Team Lead.

Customer Service:

• Maintain a professional and respectful approach, even when handling difficult or sensitive situations.
• Educate customers on payment options and consequences of non-payment where applicable.
• Cross-Functional Collaboration:
• Work closely with finance and legal teams on escalated accounts or cases requiring further action.

QUALIFICATIONS & EXPERIENCE:

• Diploma or Bachelor’s degree in Business Administration, Finance, Accounting, or a related field (preferred).
• Minimum of 1–2 years’ experience in debt collection, credit control, or accounts receivable.

REQUIRED SKILLS & COMPETENCIES:

• Strong negotiation and persuasion skills
• Excellent verbal and written communication skills
• Results-oriented with a strong drive to meet targets
• Ability to handle pressure and rejection professionally
• High level of integrity and emotional intelligence
• Basic computer skills and familiarity with collection systems